IT Support Engineer

Job Description

Management:

• Act as a POC for the shift team and Provide direction and feedback to members during shifts and ensure processes are followed.

Technical:

• Troubleshoot & update NVR computers, IP cameras, VOIP devices, networks, routers, and related security equipment.
• Conducts ongoing health monitoring of Customer systems; reacts in a timely manner to all trouble/failure notifications.
• Responds to tickets within the required target response/resolution time and update the users regarding their ticket’s progress.
• Provide regular ticket updates, communicate with stakeholders, and document all resolutions.
• Provides immediate customer assistance for emergency and URGENT fixes as defined in service definition.
• Creates temporary “work-around” for immediate customer issues where appropriate.
• Escalates to Level 2/Field by packaging, with concise description, actions, and traces required for escalation.
• Follows customer issues through to completion to ensure resolution and customer satisfaction have been achieved.
• Provides 24x7 shifting at L1 support
• Involvement in company focus groups.
• Addition responsibilities as required within the designed solution.
• Communicate outages, maintenance schedules or any disruptions to services.
• Perform planned and unplanned technical maintenance works

Desired Skills:

• Fluent in English written and verbal communications
• Experience in CCTV with IP Cameras, VMS Systems, network appliances
• Knowledge of monitoring systems such as Zabbix, Prometheus, etc.
• CompTIA A , Network , Security , Cloud
• Ubiquiti Certified (UNS, UBWA, UBRSS, UBRSA).
• Knowledge/Experience in desktop support
• Knowledge/Experience in network support
• Knowledge in Remote Troubleshooting (VNC\TeamViewer)
• IP Telephony or VoIP routing experience is a plus.
• Ticket Handling and Incident Management

Requirements:

• Experienced in Help desk support
• IT or Engineering Graduate
• Flexibility in work schedule
• Proven experience as a Shift Leader or relevant managerial role
• Commitment to excellent service
• Working well within a team
• Leadership skills and ability to make decisions fast
• Strong problem-solving aptitude
• Amenable to work on a hybrid set-up, shifting schedules, holidays, and weekends.
  
• Amenable to work onsite in Ortigas Center, Pasig City.